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Quality Assurance Specialist
3 weeks ago
The RockLoans Marketplace LLC is a dynamic organization that empowers its team members to drive innovation and growth. As a Quality Assurance Auditor, you will play a pivotal role in developing and improving quality assurance procedures, ensuring compliance with established standards, and maintaining high-quality client interactions across various channels.
About the Role- Work collaboratively with cross-functional teams to implement best practices and foster a culture of continuous improvement in quality assurance.
- Conduct training activities, including role-playing exercises and call coaching, to enhance team members' performance and adherence to quality standards.
- Analyze data and client feedback to identify areas for improvement and propose actionable solutions to elevate overall quality and service delivery.
- Ensure that guidelines and processes are being followed and make recommendations for improvement.
- Address and discuss issues and proposed solutions with business leaders.
Key Responsibilities:
- Document quality assurance activities and create audit reports.
- Update training materials as processes and team changes take place.
- Work closely with business leaders and internal audit teams to ensure compliance with established quality standards and regulatory requirements.
- Proactively identify issues related to production, processes, client service, or products, and work with relevant teams to develop and implement corrective actions.
